Refund policy

Return & Refund Policy

At Omona, customer satisfaction is very important to us. We are committed to providing high-quality products and a reliable shopping experience. To maintain fairness and consistency, all returns must follow our approval process and will be reviewed upon inspection before a refund is issued. Please review the guidelines below carefully before initiating a return.

30-Day Return Window

You have 30 days from the date you receive your order to request a return.
To qualify, products must be:
- Unused and unopened
- Undamaged
- In the original packaging with all tags and seals intact

How to Return – Step by Step

Step 1 – Contact Customer Service

Email: info@omona.ca
Returns sent without prior approval will not be accepted.

Step 2 – Provide the Following Information

Full name
Order number
Product name and size
Billing address
Photo evidence (if item is damaged/defective)

Step 3 – Receive Your RA (Return Authorization)

Once reviewed, our Customer Service team will issue a Return Authorization (RA) number and provide the correct return address.
Important: Returns sent without an RA number or to an unauthorized address will be refused.

Step 4 – Ship the Product Back

Customers are responsible for return shipping costs.
Shipping costs are non-refundable.
Only use the address provided in the RA email.
Always include your RA number inside the package.
Use a trackable and insured shipping service, especially for items valued over $75.
Returns cannot be made in person, as our warehouse is not open to the public.

Refund Process – Inspection Required

Once we receive your return, our team will inspect the condition of the product.
Refunds or exchanges are not guaranteed until inspection is complete.
If approved, refunds will be issued to your original payment method within 7–10 business days.
Please allow up to 2–3 weeks from the time your return arrives at our facility for full processing.
If your return is rejected (e.g., item used, opened without valid documentation, or not in acceptable condition), no refund will be issued.

Damaged, Defective, or Incorrect Items

Inspect your order as soon as it arrives.
If an item is damaged, defective, or incorrect, contact us within 3 days of delivery.
Provide photos of the issue to speed up resolution.
Only approved defective/damaged items will be eligible for refund or replacement.

Exceptions – Non-Returnable Items

Opened items: only returnable in cases of allergic reaction and only for products in the Beauty & Skincare or Food & Snack categories.
- Proof required: doctor’s note or clear photos of the reaction.
Group Buy / Flash Sale Orders:
- Returns are only accepted for defective or damaged products.
- Customers must contact us within 3 days of receipt with photo evidence.
- Change-of-mind cancellations are not permitted.

Late or Missing Refunds

If you haven’t received your refund after the standard processing time:

Check your bank account again.
Contact your credit card company (posting times vary).
Contact your bank (delays are possible).
If unresolved, email us at info@omona.ca for assistance.

Packaging Guidelines

Repack products securely in original packaging whenever possible.
Fragile items should be carefully padded.
Sharp objects must be wrapped to prevent cutting through packaging.
Always include your RA number inside the return package.